When trading cryptocurrencies on OKX's buy/sell zone, payment discrepancies (overpayment or underpayment) can occur. Here's your step-by-step resolution guide:
Handling Overpayment
Scenario 1: Uncompleted Order Status
If you've:
- Completed payment
- Clicked ["I've Completed Transfer"]
- Seller hasn't released coins
Action Steps:
- Immediately contact the seller via OKX's IM system to request partial refund
If negotiation fails:
1. Navigate to: Buy Crypto → C2C Trading → Select Order → Need Help → Other 2. Choose "Contact Seller" or "File Dispute" 3. Submit detailed申诉 with payment evidence- Specialists typically respond within 30 minutes
👉 Need urgent assistance? Our dispute team is standing by
Scenario 2: Completed Order Status
If coins were already released before you noticed overpayment:
- Follow identical申诉 process above
Alternatively:
- Access Help Center via profile icon
- Select "Live Chat" → Type "human agent"
- Choose "Trading Issues" category
Handling Underpayment
Resolution Protocol:
Contact seller via IM to request:
- Option A: Supplemental payment (use seller's registered收款 account)
- Option B: Full refund → Order cancellation → New transaction
If seller unresponsive:
- Wait 5 minutes
- Click申诉 button or contact live support
Pro Tip: Always cross-check payment amounts against order details before transferring!
Frequently Asked Questions
Q1: How long do dispute resolutions take?
A: Most cases are resolved within 24 hours when proper evidence is provided.
Q2: Can OKX forcibly reverse transactions?
A: No. We mediate disputes but cannot directly access users' funds. Mutual cooperation is essential.
Q3: What evidence should I provide for payment issues?
A: Always include:
- Blockchain transaction IDs
- Bank transfer receipts
- Order reference numbers
- Chat screenshots
👉 See our complete security guidelines here
Key Prevention Measures
- Triple-Check amount fields before sending
- Verify recipient wallet addresses match order details
- Communicate promptly about any discrepancies
Disclaimer: Trading digital assets involves risk. OKX provides platform services but doesn't endorse any specific transactions.